Upwork distributed support knowledge agents

What was done

Upwork replaced manually trained chatbot workflows with Forethought Solve for its support community chat widget and email channel. Solve interprets customer intent without keyword trees, Workflow Builder creates guided experiences for common issues, and Assist surfaces relevant help articles, past cases, macros, and notes inside the help desk so agents no longer search across many tabs. Forethought reports that Upwork reduced time to resolution by 50% while improving consistency across a distributed support organization.

Stack